Job Description

CANDIDATES WITH AVAYA CMS SUPERVISOR, VBA AND REAL TIME  MANAGEMENT SKILLS A BIG PLUS.

*STRONG ADVANCED EXCEL SKILLS A MUST 

Candidate will serve as a Junior Workforce Management Analyst in a Contact Center environment responsible for all Real time Analyst tasks within the Fulfillment department.

Key responsibilities includes Perform Reporting, ensure adherence to planned activities, Meeting SLA and Reporting.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Perform real time management on production floor

·         Manage all offline activities

·         Guard SLAs

·         Manage idle time

·         Report outage

·         Take input from Planning team on weekly Capacity Plan and Mitigation Plan to achieve SLA

·         Analyze variation and act on real time basis

·         Highlight performance gaps on planned activities and goals

·         Able to provide insights to Operations/WFM Team as required

·         Responsible for building effective working relationships with internal and external customer

·         Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction

·         Communicates and works with staff members, management, human resources

·         Performs any other related duties as required or assigned

·         Seek overtime or additional staff to login as required

·         Demonstrated strong analytical skills, with emphasis on real time forecasting

EDUCATION/EXPERIENCE

·         The minimum experience requirements are: • 1-3 Years’ experience in Workforce Management, preferably in contact centers with at least 200 employees

·         Specialization on advance Excel reporting & VBA scripts for automation of reports

·         Bachelor’s degree preferred with 6 months to 3 plus years’ relevant work experience

·         Currently working Experience with Workforce Management software (scheduling, performance tracking, reporting)

·         SKILLS AND COMPETENCIES

·         Demonstrated strong analytical skills, with emphasis on forecasting

·         Ability and willingness to learn new software applications

·         Skills in complex problem solving, judgment, critical thinking and decision making

·         Ability to be highly organized with an emphasis on accuracy and timeliness

·         Ability to organize information and have attention to detail and accurately follow procedures

·         Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time

·         Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics

·         Ability to work occasionally evenings and weekends to meet deadlines

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Company Description

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 150,000+ ‘Ideapreneurs’ across 49 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000. Enterprises across industries stand at an inflection point today. In order to thrive in the digital age, technologies such as analytics, cloud, IoT, and automation occupy center stage. In order to offer enterprises the maximum benefit of these technologies to further their business objectives, HCL offers an integrated portfolio of products and services through three business units. These are IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products and Platforms (P&P). ITBS enables global enterprises to transform their businesses via Digital Foundation, our modernized infrastructure stack built around hybrid cloud, software-defined networks, the digital workplace, and other elements; Digital Business, a combination of our application services and consulting capabilities; and Digital Operations, a three-pronged setup for modernized and efficient operations at enterprise level. ERS offers engineering services and solutions in all aspects of product development and platform engineering. Under P&P, HCL provides modernized software products to global clients for their technological and industry-specific requirements. Our holistic Mode 1-2-3 strategy forms the backbone of these three business units to help enterprises navigate the digital age with ease. It is the core aspect of our ‘Digital Enterprise 4.0’ focus – aimed at offering holistic services to our clients to meet the technology needs of their present while readying them to be future-ready. The company’s DNA of grassroots innovation, its ingrained culture of co-innovation, and its tradition of going far beyond what is expected, to create customer value, clearly differentiates it and gives it a distinct advantage in creating value for businesses in the digital and connected world.